Technical Account Manager

Saint John, NB
Permanent
Full-time

2 months ago

ResponsibilitiesWe think globally, and act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our teamWhen you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.Position OverviewThis is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.The Technical Account Manager (TAM) serves as the primary owner of assigned client relationships and strategic partnerships. This role operates at the intersection of client engagement, technical leadership, and operational execution. The TAM acts as a trusted technical advisor and day-to-day engagement lead, ensuring Synoptek’s Managed Services are delivered with quality, accountability, and continuous improvement. While an individual contributor, this role exercises broad influence across service delivery teams, represents the client internally, and provides senior-level guidance to drive stable operations, measurable outcomes, and long-term value. This role supports clients during U.S. business hours.Duties and ResponsibilitiesClient Leadership and Ownership

Builds trusted, long-term client relationships and serves as the primary technical relationship partner.
Owns service delivery outcomes by establishing operating cadence, driving accountability, and improving program performance over time.
Leads cross-functional execution across Managed Services and Professional Services by aligning milestones, dependencies, and resources.
Partners with Service Delivery leadership to lead high-impact client conversations, including escalations, expectation resets, and recovery planning.

Communication and Stakeholder Management

Translates technical realities into clear, business-aligned decisions tied to client outcomes.
Establishes and maintains a single source of truth for service status, risks, and next actions.
Aligns internal teams on priorities and commitments and communicates externally with clarity and precision.
Partners with Finance on SKU alignment, billing issues, change orders, and credit requests.

Service Governance and Technology Management

Owns the service governance model for assigned accounts, including cadence, agendas, action tracking, and escalation paths.
Diagnoses root causes and drives optimization initiatives in partnership with Service Delivery teams.
Anticipates client needs through proactive planning and ensures corrective actions are implemented and validated.
Serves as the first point of contact for escalations, problem management, and resolution.
Manages the change order lifecycle, including documentation, approvals, CRM updates, and coordination with internal teams.
Tracks service health using defined KPIs, surfaces risks early, and drives measurable improvements in reliability and client experience.
Prepares and delivers operational and strategic content for Technology Business Reviews (TBRs) with Account Managers and executive stakeholders.

Technical and Advisory Capability

Demonstrates broad technical depth across enterprise infrastructure, cloud platforms, cybersecurity, data architectures, and emerging technologies.
Applies hands-on experience with system implementation, integration, and troubleshooting across diverse client environments.
Provides consultative guidance by translating business goals into actionable technology recommendations with clear scope, priorities, and success criteria.
Applies working knowledge of regulatory and compliance frameworks (e.g., HIPAA, GDPR) to define operational controls and service expectations.
Stays current on industry trends impacting client environments, including cloud governance, security posture management, and modernization strategies.

Education

Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.

Job-related Experience

Customarily has at least 8 years of progressive experience in technical service delivery, client-facing consulting, or managed services environments, including experience supporting enterprise clients and leading complex service engagements.

Job-related Skills/Attributes

Synoptek core DNA behaviors:

Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
Strong client-facing, consultative, and executive communication skills.
Proven ability to lead without authority and influence cross-functional technical teams.
Solid understanding of IT service management, governance models, and operational metrics.
Strong problem-solving, risk management, and escalation-handling capabilities.
Ability to balance strategic planning with hands-on operational execution.

Working ConditionsSynoptek lives by the motto “work hard, play hard” and strives to support employees in achieving both professional and personal goals. Work is performed primarily in an office or remote environment and is aligned to U.S. business hours. The role requires extended screen time and frequent virtual meetings and may be subject to time constraints and tight deadlines. Occasional flexibility is required to support critical client escalations, and limited travel may be required based on client or business needs.EEO STATEMENTWe are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

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